CUSTOMER RESPONSE SUMMIT LAS VEGAS FEBRUARY 6TH-8TH, 2017 LEADERS LEARNING FROM LEADERS February 6th-8th, 2017 Customer Response Summit is taking on the entertainment capital of the world - Las Vegas, Nevada. The summit will continue to embody our “Leaders Learning From Leaders” approach, focusing on cutting edge strategy for digital transformation, channel optimization, security and fraud, employee engagement, quality, culture, outsourcing, and much more. Network with a passionate, dedicated group of customer driven professionals who are open and willing to share best practices and opportunities for improvement. Stay on top of the latest industry trends and take back actionable ideas that will energize and strengthen your customer experience operations. VENUE & ACCOMODATION KEYNOTES Mike Gathright Senior Vice President, Hilton Reservations and Customer Care Hilton Worldwide Catherine Jensen ARIA Resort & Casino, LAS VEGAS Vice President, Customer Experience Sony Computer Entertainment 3730 South Las Vegas Boulevard, America LLC Las Vegas, NV 89158 Craig Barnes Senior Vice President of Customer Service Williams-Sonoma, Inc. SPECIAL How to Register First time execsintheknow.com/events/crs-las-vegas attendee? Receive 50% off Questions? your pass! [email protected] 1 THANK YOU to the 2016 Advisory Board Jeff Camp Vice President, Call Center Operations TXU Energy LeAnne Crocker WE ARE CUSTOMER DRIVEN Global Director - Reservation Services, Operations Design & Learning Communications Customer Response Summit Hyatt Las Vegas – February 6-8, 2017 Tim Hickler VP WW Customer Service Operations Amazon THE CUSTOMER RESPONSE SUMMIT IS ABOUT connecting with like-minded peers that are obsessed with serving the customer. CRS provides many great opportunities to network and learn Catherine Jensen from attendees, speakers and industry experts. Vice President, Customer Experience Sony Computer Entertainment • Identify best practices and discuss innovative ideas on how to serve your America LLC customer, through emerging channels. Michael Martin • Ensure your brand is part of the customer success movement. Senior Vice President President’s Choice Financial • Benchmark how brands are servicing the Connected Consumer. CIBC Retail & Business Banking How does your company compare? • Brainstorm and create customer care strategy plans within small groups. Kathryn McGavick You will walk away with knowledge and ideas to take back to your team. Corporate Vice President, Customer Support Outerwall 5 REASONS TO REGISTER Sally McMahon Vice President Channel Management 1 REAL BRANDS, REAL INSIGHTS The best minds SiriusXM in customer care and customer experience will be on hand to educate, motivate, and inspire new ideas for you to take back to your team. Lisa Oswald Senior Vice President, 2 AWARENESS AND EDUCATION Working with our Customer Service research partner COPC Inc., Execs In The Know creates a bi-annual Customer Travelzoo Inc. Experience Benchmarking Study. One installment focuses on Corporate Insights and the other on Consumer Insights. While at CRS Las Vegas you Andrew Pine will get the opportunity to review the 2016 Corporate Report in detail with Vice President, industry experts. Customer Relations Porsche Cars North America 3 CONNECTIONS We love to network! Networking is the cornerstone to learning, opportunities, and fun. Each day has customized Razia Richter networking events. In addition, we create networking “moments” Senior Vice President throughout the conference agenda to ensure that even shy people are Chief Customer Officer comfortable enough to network. Petco 4 PERSONALIZATION Our team is focused on ensuring that Ginna Sauerwein you get the most of your conference experience. We strive to understand your conference goals and help you find the right information and contacts. Managing Director FedEx Services We focus on developing the right size and the right audience for each event, to help ensure your experience exceeds your expectations. Scott Shute 5 PROVEN TRACK RECORD 95% would recommend the CR Vice President of Summit events to a friend or co-worker and 98% were satisfied with overall Global Customer Operations content of the forum. The proof is in the numbers. LinkedIn REGISTER: execsintheknow.com/events/crs-las-vegas/ #CRSUMMIT 2 CUSTOMER RESPONSE SUMMIT LAS VEGAS FEBRUARY 6TH-8TH, 2017 PRE-CONFERENCE Monday February 6th, 2017 3:00 P.M. - 4:00 P.M. LEADERS LEARNING FROM LEADERS - CHANNEL SUPPORT The impacts of multi-channel and omni-channel management are felt throughout the organization. Supporting areas are impacted and need to change in order to support new operation models effectively. Pick a topic below and join your peers for an informal discussion on a shared topic of interest. These are small groups, driven by the voices in the room. A moderator will be provided in each room, but the attendees will set the detailed discussion for the selected topic. CROSS CHANNEL CREATING VALUE WITH OUTSOURCING ENGAGEMENT SOCIAL CARE 4:00 P.M. - 5:00 P.M. LEADERS LEARNING FROM LEADERS - CHANNEL MANAGEMENT The goal in CX is to create an integrated and seamless experience, but the channels are distinctly different. Each channel has its own opportunities and challenges. Bring your voice and share what is keeping you up in a select channel area, or share a best practice. These are small groups, driven by the voices in the room. A moderator will be provided in each room but the attendees will set the detailed discussion for the selected topic. BENCHMARKING ON MULTI CHANNEL CX MEASUREMENT SERVICE DELIVERY REMOTE AGENTS (HIRING, TRAINING, RETAINING, AND COST CULTURE) 5:30 P.M. - 7:30 P.M. WELCOME RECEPTION & REGISTRATION SPONSORED BY: REGISTER: execsintheknow.com/events/crs-las-vegas/ #CRSUMMIT 3 CUSTOMER RESPONSE SUMMIT LAS VEGAS FEBRUARY 6TH-8TH, 2017 CONFERENCE DAY 1 Tuesday February 7th, 2017 7:30 A.M. - 8:30 A.M. REGISTRATION & BREAKFAST 8:30 A.M. - 8:45 A.M. CONFERENCE KICKOFF 8:45 A.M. - 9:30 A.M. CREATING AN INTEGRATED CUSTOMER JOURNEY FOR A CUSTOMER-FIRST CULTURE A Customer-first culture is what drives Hilton every day. It’s a commitment that is steering employee empowerment and digital transformation for the global hospitality company who, for 97 years, has been dedicated to continuing its tradition of providing exceptional guest experiences. Hilton’s journey has focused on personalization and a seamless customer experience. Join Mike Gathright, SVP Hilton Reservations and Customer Care, as he walks us through the opportunities Hilton is embracing to create a positive interaction at every customer touchpoint. KEYNOTE Mike Gathright Senior Vice President, Hilton Reservations and Customer Care Hilton Worldwide REGISTER: execsintheknow.com/events/crs-las-vegas/ #CRSUMMIT 4 CUSTOMER RESPONSE SUMMIT LAS VEGAS FEBRUARY 6TH-8TH, 2017 CONFERENCE DAY 1 Tuesday February 7th, 2017 9:30 A.M. - 10:30A.M. CUSTOMER JOURNEY INSIGHTS: THE CORPORATE PERSPECTIVE Join COPC Inc. as they moderate a select group of industry leaders for an engaging and entertaining exploration of key findings from the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB Series report, a collaboration between Execs In The Know and COPC Inc., is published bi-annually and features both Corporate and Consumer Editions. This year’s CXMB Series Corporate Edition is filled with new questions that delve into such topics as omnichannel adoption, quality programs and measuring the customer experience. Along with these new areas of exploration, the CXMB Series also continues to provide broad coverage of individual care channels, creating a truly comprehensive benchmark for the industry. As with past volumes, these findings will be compared with the recently released Consumer Edition results to identify gaps between consumer and corporate perspectives. PANEL Kacey Sharrett VP, Digital Operations Barnes and Noble Mindy Lamb VP Service Operations Customer Experience Cigna 10:30 A.M. - 11:00 A.M. NETWORKING BREAK REGISTER: execsintheknow.com/events/crs-las-vegas/ #CRSUMMIT 5 CUSTOMER RESPONSE SUMMIT LAS VEGAS FEBRUARY 6TH-8TH, 2017 CONFERENCE DAY 1 Tuesday February 7th, 2017 11:00 A.M. - 12:50 P.M. CUSTOMER SHOP TALK Customer Shop Talk sessions are small industry expert led discussions, on a laser focused topic. Join a group that is addressing a topic that is top of mind for you. Customize your agenda by picking which sessions to attend. Each discussion allows you 30 minutes to collaborate with your peers on your topic of choice. TOPIC: Achieving Customer Experience Objectives by Aligning Training with Quality LOCATION: TBD Wisdom dictates that what’s measured matters and what’s expected needs to be inspected. However, organizations and executives are often surprised at just how disconnected from their Customer Experience their training and quality programs are. Learn to build this critical feedback loop in order to connect the results from a quality audit to measurable learning objectives in training. In addition, learn the 3 key inspection points you need to have in place as an executive in order to champion a continuously improving Customer Experience. TOPIC: Recipe to Start Omnchannel NOW and grow into NextGen Digital Omnichannel for the future LOCATION: TBD TOPIC: CX Check: Assessing Your Readiness for CX Excellence LOCATION: TBD COPC Inc., the global authority on customer experience (CX) best practices, will lead an interactive discussion to help participants explore how well positioned they are for future excellence. Along with